Key Responsibilities and Required Skills for Knowledge Manager

🎯 Role Definition

Are you passionate about connecting people with the information they need to succeed? As our new Knowledge Manager, you will be the central pillar of our organizational intelligence. You will be responsible for architecting and executing a comprehensive knowledge management strategy from the ground up. This involves not just managing systems, but fostering a culture of collaboration and continuous learning. You will work cross-functionally to understand business needs, identify knowledge gaps, and implement solutions—from intranets and wikis to communities of practice—that make our collective expertise accessible, searchable, and actionable. This is a high-impact role for a strategic thinker and natural facilitator who thrives on building systems and empowering others.

📈 Career Progression

Typical Career Path

Entry Point From:

Corporate Librarian or Information Specialist
Business Analyst or Systems Analyst
Content Strategist or Technical Writer

Advancement To:

Senior Knowledge Manager or Principal Knowledge Manager
Director of Knowledge Management & Organizational Learning
Head of Digital Workplace or Intranet Strategy

Lateral Moves:

Program Manager or Project Manager
Learning and Development (L&D) Manager
Change Management Lead

Core Responsibilities

Primary Functions

Develop, implement, and champion a comprehensive, enterprise-wide knowledge management strategy that aligns with key business objectives and organizational goals.
Design, deploy, and govern knowledge management platforms and tools (such as SharePoint, Confluence, or other wikis/intranets) to ensure they are intuitive, effective, and widely adopted.
Establish and manage the organization's information architecture, including the development and maintenance of taxonomies, metadata standards, and content structures to improve searchability and findability.
Lead efforts to capture, codify, and synthesize tacit knowledge from subject matter experts (SMEs) into explicit, reusable knowledge assets like best practices, playbooks, and case studies.
Promote and facilitate the growth of Communities of Practice (CoPs) to encourage peer-to-peer knowledge sharing, collaboration, and problem-solving across different departments.
Conduct regular content audits, gap analyses, and health checks of knowledge repositories to ensure information is accurate, up-to-date, relevant, and not redundant.
Define, track, and report on Key Performance Indicators (KPIs) and metrics to measure the effectiveness and business impact of knowledge management initiatives and user engagement.
Create and deliver comprehensive training programs, workshops, and documentation to educate employees on knowledge management principles, processes, and tools.
Act as the primary liaison between business stakeholders and the IT department to evaluate, select, and integrate new technologies that support knowledge capture and sharing.
Champion a culture of continuous learning and knowledge sharing by actively promoting KM benefits and success stories throughout the organization.
Manage the full lifecycle of knowledge content, from creation, review, and publication to archiving and disposition, ensuring compliance with governance policies.
Collaborate closely with cross-functional teams including Learning & Development, HR, IT, and Communications to embed knowledge management practices into core business workflows.
Develop and oversee a governance framework for the firm's knowledge assets, establishing clear roles, responsibilities, and standards for content contributors and owners.
Lead post-project reviews and lessons-learned sessions, ensuring that critical insights are captured and made available to inform future projects and initiatives.
Optimize search functionality within knowledge systems by refining search algorithms, keywords, and metadata to provide a more effective and efficient user experience.
Interview and consult with internal stakeholders and leaders to identify critical knowledge areas and pain points, translating those needs into actionable KM solutions.
Analyze user feedback, support tickets, and system analytics to identify opportunities for continuous improvement of KM platforms and processes.
Stay current with emerging trends, best practices, and new technologies in the field of knowledge and information management to drive innovation within the organization.
Manage the migration of content between platforms, ensuring data integrity, preserving metadata, and minimizing disruption to end-users during transitions.
Develop and maintain clear documentation for KM processes, including standard operating procedures (SOPs), style guides, and governance policies.

Secondary Functions

Support ad-hoc data requests and exploratory data analysis related to content usage and user search behavior.
Contribute to the organization's data strategy and roadmap by advocating for the integration of knowledge assets.
Collaborate with business units to translate data and content needs into clear engineering and system requirements.
Participate in sprint planning and agile ceremonies within the IT and digital workplace teams.
Assist in the development of communication plans to announce new features, processes, or content collections.

Required Skills & Competencies

Hard Skills (Technical)

Knowledge Management Platforms: Expert-level proficiency in platforms like SharePoint Online, Confluence, ServiceNow (Knowledge module), or similar enterprise wikis and intranets.
Content Management Systems (CMS): Deep understanding of CMS principles and experience with systems for managing the content lifecycle.
Information Architecture & Taxonomy: Proven ability to design and manage complex taxonomies, metadata schemas, and information structures.
Microsoft 365 Suite: Advanced skills in the M365 ecosystem, particularly SharePoint, Teams, Viva Topics, and Search.
Data & Analytics: Competency in using analytics tools (e.g., Google Analytics, Power BI) to analyze usage data and generate insights on user behavior and content effectiveness.
Search Engine Optimization (SEO): Knowledge of enterprise search principles and SEO techniques to improve the findability of internal content.

Soft Skills

Strategic Thinking: Ability to see the big picture and develop long-term plans that align knowledge initiatives with overarching business strategy.
Communication & Interpersonal Skills: Exceptional written, verbal, and presentation skills, with the ability to articulate complex concepts clearly to diverse audiences.
Stakeholder Management: Adept at building relationships, managing expectations, and gaining buy-in from stakeholders at all levels of the organization.
Change Management: Experience in guiding organizations through cultural and technological change, driving adoption of new behaviors and tools.
Influence & Persuasion: Ability to advocate for knowledge management and influence colleagues and leadership without direct authority.
Project Management: Strong organizational skills with the ability to manage multiple projects simultaneously, from conception to completion.
Facilitation: Skilled at leading workshops, meetings, and collaborative sessions to elicit information and build consensus.
Analytical Problem-Solving: A talent for diagnosing issues, analyzing user feedback and data, and developing practical, effective solutions.

Education & Experience

Educational Background

Minimum Education:

Bachelor's degree in a relevant field.

Preferred Education:

Master's degree in Library and Information Science (MLIS), Information Management, Knowledge Management, or an MBA with a focus on information systems.

Relevant Fields of Study:

Information Science / Library Science
Business Administration
Communications
Information Systems

Experience Requirements

Typical Experience Range:

5-8 years of direct experience in a knowledge management, content strategy, or information architecture role.

Preferred:

Proven track record of successfully designing and implementing a knowledge management program from the ground up in a corporate environment.
Experience working in a fast-paced, global organization.
Certification in Knowledge Management (e.g., CKM) or Change Management (e.g., Prosci) is a significant plus.